OpsGenie alerts show null fields after upgrading to SolarWinds Platform 2025.2 and above

When using HTTP or API-based Opsgenie integrations, you may see alerts with missing or null fields after upgrading to SolarWinds Platform 2025.2 or later. This is tied to a known Opsgenie issue; updating the Trigger and Reset request bodies with Atlassian's workaround templates restores normal alert creation in affected environments.

• The default SolarWinds HTTP request body used for OpsGenie alert actions is no longer parsed correctly by the OpsGenie integration starting SolarWinds Platform 2025.2.
• Engineering analysis (packet captures comparing v2025.2 and later versions) shows SolarWinds is sending the same payload format, including characters such as & with no new encoding. This indicates the problem lies in the OpsGenie receiver/parser, not in the SolarWinds platform or alerting engine.

1. Confirm you are using custom API/webhook alerts to OpsGenie
   • In SolarWinds, go to Settings → All Settings → Manage Alerts and open one of the alerts that should send to OpsGenie.
   • Check that the action is a “Send a GET/POST Request to a URL” (or similar custom HTTP action) pointing to api.opsgenie.com rather than a built-in ServiceNow/SolarWinds Service Desk integration.
2. For each OpsGenie integration action, update the HTTP body
   • Edit the alert, then edit the HTTP action that posts to OpsGenie.
   • Replace the existing Trigger Action Body content with the latest template from Atlassian:
     
     • Trigger Action Body template:
       https://github.com/opsgenie/opsgenie-integration/blob/master/solarwinds/triggerActionBody.txt
   • If you use a separate Reset/clear action, also replace the Reset Action Body content with:
   • Reset Action Body template:
     https://github.com/opsgenie/opsgenie-integration/blob/master/solarwinds/resetActionBody.txt
   • Save the alert.

3. Apply the change to all OpsGenie-related alert actions

   • Repeat step 2 for every alert that sends to OpsGenie, as each custom HTTP action stores its own body; there is no central token/body store for these custom integrations.

4. Test and validate

   • Trigger a test alert in SolarWinds that should go to OpsGenie.
   • Confirm in OpsGenie that the new alert is created and that all expected fields (message, description, tags, etc.) are populated (no longer null).

     If alerts still have null fields, double‑check that:

     • All OpsGenie‑facing HTTP alert actions were updated.
     • No local modifications were made to the Atlassian‑provided templates.
5. Engage Atlassian/OpsGenie Support (only if issue persists)

Because this is a bug in the OpsGenie integration, SolarWinds cannot directly patch or deploy a fix on the OpsGenie side. Open a support ticket with Atlassian/OpsGenie referencing bug OPSGENIE‑2555.